Report: #745287

Complaint Review: Sweetwater Sound

  • Submitted: Sat, June 25, 2011
  • Updated: Thu, November 22, 2012
  • Reported By: Ron — Cut Off Louisiana United States of America
  • Sweetwater Sound
    5501 US Hwy 30 W
    Fort Wayne, Indiana
    United States of America

Sweetwater Sound MUST Call Sales Rep For Returns! Good Luck with that! Fort Wayne, Indiana

*General Comment: My Experience

*Consumer Comment: Another perspective

Show customers why they should trust your business over your competitors...

I ordered (2) JBL bags for my JBL 515XT powered speakers.  The long, dangling rope handles are useless, for they put the speaker in a terrible position for carrying.  I decided I would return these for the more expensive ones that include a pull up luggage handle and rolling wheels.  I called "my sales rep", Dave Walent, to return them.  I had to leave a message for him to return my call.  Other competitive sites are much easier, in that a return authorization can be done "on-the-spot" online, without having to wait to speak to someone.  Plus, a written record is immediately created when you obtain the return authorization number online.

After 2 weeks went by, Dave Walent never returned my call.  I then tried Sweetwater's "Contact Us" email area.  I explained I wanted a return authorization, but did not receive a return phone call.  After another week, still no response.  I tried a second time, using the online email feature.  After 4 more days, nothing.  So, I called to speak to the customer service manager, Troy, and explained that I don't have time to "babysit" someone to get a return authorization number.  He apologized, then asked if I wanted to speak to Dave Walent.  I did.

Dave apologized, as well, and said it was his fault.  That is quite unacceptable to treat customers as such, so I told him that since it took so long to try to return the covers, that I was forced to use them to protect my expensive speakers.  I was not satisfied with the purchase, but had to "eat them" due to their poor customer service concerning returns.

Do yourself a favor, buy from someone else.   Returning an item through most all of Sweetwater's competitors is MUCH easier... for it can be done online with simplicity and an immediate written and dated request can be obtained without having to wait for a dedicated "sales rep" to ruin your purchasing experience.

I will NEVER buy from Sweetwater again!  They use supposedly "dedicated sales reps" that simply complicate matters, cause delays and create obstacle courses in your purchasing process.  With today's progressive methods of communication, i.e. Iphone, Ipad, etc, being able to handle transactions and product returns in real time is much more efficient than waiting for an overwhelmed sales rep to decide you are important enough for him to return your call.
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This report was posted on Ripoff Report on 06/25/2011 08:52 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 General Comment

My Experience

AUTHOR: John Highstreet - (United States of America)

My experience with Sweetwater, especially regarding my sales representative Dave Walent, has been nothing less than awesome. The lengths he has gone to make sure I received what I ordered, even when the item wasn't technically available, calling me back with suggestions on gear, asking for feedback, calling me when he said he would and on and on. I'm sorry you had a bad experience, but it sounds like maybe something else was going on that you were not aware of. I really can't imagine ever shopping anywhere else and absolutely love the service I get.
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#2 Consumer Comment

Another perspective

AUTHOR: Ramjet - (U.S.A.)

I have been dealing with Sweetwater for years starting from when I was a tech director at a school system.  Sweetwater has always provided among the best customer service experiences I have ever had.  I've even visited their awesome facility in Fort Wayne Indiana and the service there was just as good.

I have an assigned sales person who handles all of my transactions on a personal level.  I love that approach.

And, no, I do not now, nor have I ever worked for Sweetwater.  I wouldn't mind working for them though. An excellent company.

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